At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
As a Customer Enablement Specialist at Constant Contact, you have the opportunity to deliver exceptional customer experiences to help us achieve outstanding customer retention, increased usage, and revenue expansion targets in the APAC region. This is a high-impact, hybrid role designed for a professional who thrives on variety - balancing technical support with proactive onboarding sessions. Serving our APAC region, you will act as a subject matter expert across our marketing enablement software suites, ensuring our customers — from agile SMBs to highly regulated government and finance entities — maximize the value of our platforms. Your mission is to drive activation, reduce churn, and turn complex technical challenges into seamless growth opportunities for our clients. You’ll be measured based on providing positive outcomes such as CSAT, retention, lifetime value, NPS and reviews.
This is a hybrid role based in Brisbane Australia, primarily serving our APAC customer base.
Drive Customer Enablement & Onboarding
- Lead high-touch "success sessions" and platform walkthroughs for new customers to ensure high activation rates and optimal account configuration.
- Guide customers through the initial stages of their journey, providing strategic advice on how to best utilize our digital marketing tools to meet their specific business goals.
- Empathetically navigate the unique compliance and security requirements of customers within regulated industries.
Deliver Expert Technical Support
- Resolve complex customer inquiries across multiple channels, including phone, chat, and email, with a focus on first-contact resolution.
- Act as a "technical translator," documenting and escalating platform bugs or feature requests in a way that is actionable for our Product and Engineering teams.
- Troubleshoot sophisticated UI/UX and workflow issues within a multi-platform environment.
Champion Knowledge & Data Integrity
- Contribute to internal documentation and external help resources to streamline the global onboarding experience.
- Maintain meticulous records within our CRM and ticketing systems to ensure a "single source of truth" for every customer interaction.
- Monitor key performance indicators including CSAT, NPS, and retention to continuously improve the customer experience.
Who You Are:
- Experienced: You have 2+ years of experience in a technical support or customer success role within a SaaS or software-based environment.
- Agile: You enjoy a "hybrid" workload and can seamlessly pivot between scheduled 1:1 onboarding meetings and a reactive support queue.
- Communicator: You possess the ability to explain complex technical concepts to non-technical users and the commercial acumen to identify growth opportunities within a customer’s account.
- Curious: You have a hunger to master multiple software platforms simultaneously and stay ahead of MarTech industry trends.
- Problem Solver: You don’t just close tickets; you investigate the root cause of issues and advocate for long-term solutions that benefit the entire customer base.
- Customer-First: You are deeply committed to driving retention and see every interaction as an opportunity to build brand loyalty.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice.
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
Skills Required
- 2+ years experience in technical support or customer success within a SaaS or software environment
- Experience leading onboarding sessions and platform walkthroughs to drive activation
- Ability to resolve complex customer inquiries across phone, chat, and email with focus on first-contact resolution
- Experience troubleshooting UI/UX and workflow issues across multi-platform environments
- Experience documenting and escalating bugs or feature requests for Product and Engineering teams
- Proficiency with CRM and ticketing systems and maintaining meticulous customer records
- Ability to navigate compliance and security requirements for regulated industries
- Strong communication skills to explain technical concepts to non-technical users and identify growth opportunities
- Ability to monitor and act on KPIs such as CSAT, NPS, retention and lifetime value
- Willingness to work a hybrid role based in Brisbane, Australia
Constant Contact Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Constant Contact and has not been reviewed or approved by Constant Contact.
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Healthcare Strength — Benefits include tiered medical, dental, and vision coverage with the company covering a large share of costs, plus mental health support. Free basic life insurance, supplemental options, and wellness reimbursements further enhance overall healthcare value.
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Parental & Family Support — Policies provide paid parental leave, family medical leave, and inclusive fertility benefits such as IVF and surrogacy alongside adoption assistance. Childcare support like a free Care.com membership further strengthens family-focused offerings.
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Leave & Time Off Breadth — Flexible PTO for salaried employees and accrued PTO for hourly staff are complemented by sick and safe time, bereavement, and paid volunteer hours. Flexible time off is positioned to support work-life balance.
Constant Contact Insights
What We Do
At Constant Contact we empower business owners and nonprofit leaders to follow their passions, grow, and succeed. We deliver success for our customers and our people. Relationships and connection are at the core of everything we do. We connect our customers to the tools they need to grow and succeed. We build strong relationships with our customers so they have a marketing partner they can rely on. And we form connections with each other so that everyone feels included, supported, and heard. We close the gap between what is and what can be through innovation, and we do it all with a deep sense of integrity. When you’re at Constant Contact, you’re connected to people and resources that help you take the next step.
Why Work With Us
This is more than a workplace—it’s a community built on impact, innovation, and connection. We help small businesses thrive, and that purpose drives our team. With exceptional benefits, growth opportunities, and a supportive culture, our people are united by a passion for work that truly matters.
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